FAQ

We are here to help!

Most questions are already answered in our Help Center. It’s the fastest way to find what you need and keep moving.

Frequently Asked Questions

We are here to guide you through every step. You can always contact us if you have any questions!

How do I access my account?

To access your account, click Sign In at the top right of the page and enter your email address. You can request a sign-in link be sent to your email address to sign in without the need for your password or you can enter your password without requesting a sign-in link.

How do I reset my password?

On the Sign In page, click Sign in with password and then click on set new password, enter the email associated with your account, and click Send Instructions. The instruction email will arrive in your inbox shortly. In the email, click Reset Password, and you will be directed to select a new password before being redirected to the catalog page. If you have trouble remembering your password, you can also use our Passwordless Sign-In option by requesting a Sign-In Link on the login page.

How do I access the catalog?

Once you sign into your account, navigate the Catalog section (or equivalent section name) in the top menu to access all of our videos.

Can I download videos to save them to my device?

Our content is available for streaming only and cannot be downloaded directly to your device. However, you can access it anytime by signing into your account. If you're using our mobile app, you can save videos for offline playback, allowing you to watch your chosen videos later without an internet connection.

Why am I experiencing buffering or playback issues?

Buffering or playback issues are often related to your internet connection. We recommend a minimum speed of 25 Mbps for smooth streaming. You can also try refreshing the page, using a different browser, or clearing your cache.

Can I create multiple accounts with the same email address?

No, each email address can only be associated with one account. If you believe you already have an account and can’t remember the login details, please use the Forgot Password link.

What if I am a beginner?

Perfect. The platform was built with everyone and every body in mind. Everything meets you exactly where you’re at. All levels.

Do I need equipment?

Nope! Most classes can be done with just your body and a mat. Some sessions include props like light weights, bands, or blocks for added support or intensity — but they’re never required to begin or to feel the benefits. You can always modify based on what you have available.

How do I pause or cancel my recurring subscription?

To manage your subscription, log into your account and click on your Profile in the top right corner. From there, select Purchases. You can choose to either pause or cancel your membership by clicking End Membership.

How do I change my membership plan or update my billing information?

To change your membership plan or update your billing information, sign into your account and click Profile at the top right. Then, select Purchases. To change your membership plan, click on Manage Plan under the Membership section and follow the prompts to switch to a different option. To update your billing information, click on Change Payment Method under the Payment Method section and enter your new billing details.

Why is my credit card being declined?

Many credit/debit cards have online purchase restrictions. If your card is being declined, please contact your credit card company to let them know the purchase you would like to make is valid. Also, certain credit/debit cards do not allow for recurring subscription billing, and therefore, may be denied.

How do I purchase a gift subscription?

To purchase a gift subscription, scroll to the bottom of any page on the website and click “Buy a Gift Card” in the footer. You’ll need to log into your account or create one if you don’t already have one. Then, select the subscription or bundle you’d like to gift, choose the duration of the gift, and complete your purchase by entering your payment details. After purchasing, you’ll receive a confirmation page and a confirmation email with the gift code, and a shareable link that you can send to your recipient.

How do I redeem a gift subscription?

To redeem a gift subscription, use the link shared with you by the gift sender. Clicking the link will automatically apply the gift to your account. If you don’t already have an account, you’ll be prompted to create one.

What is the Refund Policy?

All sales are final and no refund will be issued.

Because Practice by Palmer provides access to digital content and membership features upon subscription activation, all purchases are final. Practice by Palmer does not offer refunds or partial refunds, except as required by applicable law.

You may cancel your subscription at any time through your account settings. To avoid future charges, cancellation must be completed before your next renewal date.
Access to classes, programs, challenges, and other membership content or features is subject to an active subscription and may end when your subscription is canceled or expires.

For questions about subscriptions purchased directly through the Practice by Palmer website, including billing or cancellation inquiries, please contact support@practicebypalmer.com.

If you purchased your subscription through the Practice by Palmer app via the Apple App Store or Google Play, any subscription changes, cancellations, and refund requests must be made directly through the applicable platform. Practice by Palmer cannot process billing changes, cancellations, or refunds for in-app purchases made through Apple or Google Play.

Find our Refund Policy here.